Bonus Complaint Duelz Casino voided winnings for unclear max bet rules.

blitz87

Newbie member
Joined
May 31, 2021
I found a new casino online 'Duelz' (Suprplay Ltd) and it has a new & fun interface. I made a few deposits, and realized I hadn't been taking the 25% welcome bonus, 4 of them so I took it on a few small deposits and lost mostly, except for once. I made a $20CAD deposit and received a whopping $5 in bonus cash lol.

I managed to work it up to $5000 CAD and put in a request for withdrawal, shortly after the request went in - the rejection came out. They've voided my game play & refunded my $20 deposit because I broke the max bet rule. In their rejection e-mail to me, they quoted terms that aren't posted:

g. The maximum amount you are allowed to bet per spin when playing with a bonus is €5 / $5 / £5 / 50 SEK / 50 NOK per bet (or equivalent in any other currency) until the wagering requirements of the bonus have been met. This includes double-up wagers after the game round has been completed, as well as purchasing bonus round features in games such as for example White Rabbit.

On their website, the only listed limit is €5 (no other denomination specified, works out to $7 ish CAD) and the most I bet before I reached the playthrough according to the gaming history was $6 CAD and that bet was made only 11 times. They also had no notifications that placing that bet would put me in breach of the terms.

I sent a few e-mails back and forth and they are standing hard on their decision and have told me it is final. I've sent the info through to their ADR but haven't heard anything. Is it a lengthy process? Is it at all likely that their decision will get reversed? My account on their casino is also showing an approved withdrawal for $4980 with a transaction ID (the cash that was 'voided', is that normal?).

Thoughts?
 

Nate

Paleo Meister (means really, really old)
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In general, most Casino's have the same limit for maximum bets, irrespective of the currency in use.

I honestly don't think they will reconsider. The sad reality is that many places use may this to their advantage - even if you deem it to be harsh. You have clearly broken the rules. I don't think an ADR will rule in your favor either.

If you are an online player, rule of thumb is 5 EUR / USD / GBP is almost always the max you can bet.

I see that they specify only 5 Eur on the Canadian bonus page, although the CAD currency is not there, there is a line which states 'or currency equivalent'.

Good luck though.

Nate
 
Last edited:

Casinomeister

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Bierland
Admin note: changed thread title from "Your thoughts on this please :) unclear bet limit voided my play & casino confiscated my winnings.. " to the more Google friendly "Duelz Casino voided winnings for unclear max bet rules."
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Close your account there and never play again on their provider
I agree 100%. If they are taking CAD, then their Terms and Conditions must reflect CAD. If you had come to us we would have delved into this vague and stupidly written term (...€5 per spin, or €0.50c per bet line, (or currency equivalent)...). That is how it appears using a Canadian VPN.

That term is unclear and forces the user to guess what they mean; currency equivalent = the number of units or currency converted? :what: You guessed currency converted - like many other folks did I'm sure. I wonder if the folks who guessed this as currency converted and lost their deposits were returned their funds. I don't think that ever happened.

I am hoping that whatever ADR you chose to use looks at it as we would.:
a) this is a badly written term
b) they should have included CAD in this term
c) they should have reconsidered their misjudgment on this and honored your winnings.

6 CAD = about 4.07 EUR today. So in my opinion, you did not break the term looking at this with what you posted.

So yes, my advice it to let them know their terms are a mess (@Duelz - please lose the funky fonts for your terms and conditions - it looks unprofessional and it's hard to read). And avoid this casino and any casino with the same poorly written terms.
 

blitz87

Newbie member
Joined
May 31, 2021
Thank you for your replies. I definitely would have come here first if I knew about it before this all happened. This is the first rejected withdrawal I've ever had and I've been online gaming for some time so I have been searching for more info and found out that this happens quite frequently, and seems to be getting worse as of late. Pretty sad that they even let this happen to begin with when they could easily program in notifications.
 

blitz87

Newbie member
Joined
May 31, 2021
Admin note: changed thread title from "Your thoughts on this please :) unclear bet limit voided my play & casino confiscated my winnings.. " to the more Google friendly "Duelz Casino voided winnings for unclear max bet rules."
Thank you! I'm new, getting the hang of it. Lol
 

SpinUk

Meister Member
PABnonaccred
MM
Joined
Oct 10, 2012
Location
London
I agree 100%. If they are taking CAD, then their Terms and Conditions must reflect CAD. If you had come to us we would have delved into this vague and stupidly written term (...€5 per spin, or €0.50c per bet line, (or currency equivalent)...). That is how it appears using a Canadian VPN.

That term is unclear and forces the user to guess what they mean; currency equivalent = the number of units or currency converted? :what: You guessed currency converted - like many other folks did I'm sure. I wonder if the folks who guessed this as currency converted and lost their deposits were returned their funds. I don't think that ever happened.

I am hoping that whatever ADR you chose to use looks at it as we would.:
a) this is a badly written term
b) they should have included CAD in this term
c) they should have reconsidered their misjudgment on this and honored your winnings.

6 CAD = about 4.07 EUR today. So in my opinion, you did not break the term looking at this with what you posted.

So yes, my advice it to let them know their terms are a mess (@Duelz - please lose the funky fonts for your terms and conditions - it looks unprofessional and it's hard to read). And avoid this casino and any casino with the same poorly written terms.
I’m not sure it is that unclear, seeing as they take 50 NOK in Norway as the max bet and not 5. So it can only mean monetary equivalent.
 

blitz87

Newbie member
Joined
May 31, 2021
I’m not sure it is that unclear, seeing as they take 50 NOK in Norway as the max bet and not 5. So it can only mean monetary equivalent.
So then they're just bending the terms to however they see fit in my case?
 

blitz87

Newbie member
Joined
May 31, 2021
Well it's been over 3 months. I haven't heard anything from the ADR, including a follow up e-mail I sent asking for confirmation that they received it. Anything else to do at this point or just move on?
 
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